Made to Measure Solutions, Designed with Your Brand in Mind
The term ‘one size fits all’ doesn’t exist in our core thought process. So, we work closely with our partners to understand the specific pricing, products, innovative system needs, technology and processes, that intuitively speak to our partners’ customers.
Flexibility is one of the features our current partners appreciate. Whether you need us to deliver one, or all of the elements in our value proposition, we happily adjust our business, to suit your business.
Our Value Proposition to Our Partners
Customer Experience Excellence
Since our launch in Australia in 1999 our deep commitment to improving the sales, service and claims processes has seen us consistently achieve best practice engagement scores.
Within insurance we are the market leaders in tracking Net Promoter Score (how likely customers are to recommend a brand to their family/friends). We leave no stone unturned in the quest for ultimate customer satisfaction, and assess all touch points, including call centre sales, customer service, claims, assessing and online.
All data can then be configured at a brand or agent level, giving you customer experience feedback and NPS results that tell the real story of how well your customers are enjoying their experience with us.
Single Customer View for Insurance Sales, Service and Claims
We aim to make your customers’ lives easier. Knowing our partner's customers' needs, and anticipating why they are enquiring can be accomplished through our single customer view. We achieve this by making extensive use of digital imaging, Computer Telephony Integration (CTI) and digital voice recording. In combination, they provide a powerful single customer view, encompassing all records, correspondence and telephone interactions.
Next, our paperless sales administration process delivers lightning fast quotations and speedy sales, resulting in immediate cover and instant peace of mind.
When it comes to reporting, our IT system facilitates real-time sales lead and conversion statistics, along with instant customer information access.
Unique Marketing and Digital Expertise
Having a great suite of insurance products is one thing, but ensuring ‘top of mind’ value and brand content is another. You can leverage the expertise of our online and offline marketing specialists, to support any of your internal marketing team’s campaigns. Online, we’ve got you covered, with extensive experience across Search Engine Optimisation, Paid Search and prospect orientated Email Marketing. We can also assist you identify opportunities with sophisticated profiling and segmentation tools.
With detailed reporting and performance analysis, you can deconstruct sales results and conversion, segmented by activity, channel and medium. With this information we act quickly to constantly improve our service, systems and processes to meet customer needs.
Modular Value Chain
Tailoring products to your specific requirements means you get the right product, at the right time, for your sector and customers.
No two Auto & General products are alike, even for partners in the same sector, guaranteeing you an insurance line that reflects your core value proposition and allows for bespoke enhancements. For example, tweaks within our IT system, customer experience model and operational model, can all maximize your sales.
Our operational value chain can be delivered holistically or you can elect to segment the value chain and utilise our infrastructure to align with your key operational competencies.
Bespoke Systems Integration
We’re constantly innovating to find new and better ways to help your business serve its market. That’s why we have built-in capability to integrate data and systems, taking data from existing sources to drive insurance activity. As part of that, we can ensure we offer your customers the best solution to maximise policy sales and increase retention.
Positioned at the cutting edge of technology and distribution, we have flexible, best in market systems. We utilise the latest technological advances in mobile/SMS communications, and social media to drive customer interaction.
We work hard to design, right down to the nuts and bolts of your insurance solutions, a fully integrated and branded customer experience, unique to you.
For partners with multiple brands, we are able to provide price, product and customer journey diversification to meet their multi brand strategy. From sales to claims, your customers’ journey is fully customised to keep your brand equity intact and your customers smiling.
Sophisticated Product Suite and Pricing Expertise
We believe that in order to do our job well, we must always be improving. Not only will we work closely with you to define the product suite and benefits your customer base will find most appealing, we’ll also offer market leading multi-policy discounts and sales incentives, across the full suite of insurance products. A unique product suite can be comprised of one or all of the following:
- Car Insurance
- Home & Contents Insurance
- Health Insurance
- Life Insurance
- Travel Insurance
- Roadside Assistance
This diversity gives you an opportunity to not only broaden and strengthen relationships with your customers, but also drive long term loyalty.